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Publix Deli Knowledge Exam 2024-2025, Exams of Service Management

The document provided is a publix deli knowledge exam for the years 2024-2025. It covers various aspects of publix's mission, customer service, waste management, associate dignity and value, stockholder stewardship, community involvement, and the publix guarantee. It also delves into the responsibilities of different deli roles, the 5s process for inventory organization, storage guidelines, product quality maintenance, and the solo (store's online ordering system) process. The exam aims to ensure that publix deli associates have a comprehensive understanding of the company's values, policies, and operational procedures to provide exceptional customer service and maintain product quality.

Typology: Exams

2024/2025

Available from 09/15/2024

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PUBLIX DELI KNOWLEDGE EXAM

ANSWER - Publix Mission Publix's mission is to be the world's premier quality food retailer.

5 Mission Commitments: ANSWER Focus on customer value; zero tolerance for waste; dedication to dignity, value, and job security; commitment to stockholder stewardship; and community involvement.

Two types of customers: internal and external.

Internal Customer - Respond to other associates, vendors, suppliers, drivers, and store management.

External Customer - ANSWER clients who shop in the store: surpass their expectations by timely service, the freshest goods, and customer education.

Customer Value - ANSWER Always look to add value to the role you play, properly order and handle products to avoid out-of-stock products and assure product quality.

Intolerance of Waste - ANSWER job efficiency, regulating supply utilization, reducing damages, raising awareness, reporting losses or theft, recycling

Dedicated to the Dignity, Value, and Employment Security of our associates - ANSWER Enhancing your job, contributing value, and completing duties swiftly, efficiently, and correctly adds to employment security.

Devotion to Stewardship of Stockholders - ANSWER following the rules and policies that maximize your sales and profit

Involved as Responsible Citizens in our Communities - ANSWER support the community; they are neighbors

Publix Guarantee – ANSWER the promise and guarantee of providing excellent customer service and quality items to our customers

The Publix Guarantee - Answer "We will never knowingly disappoint you. If you are not completely satisfied with your purchase, the full purchase price will be gratefully reimbursed immediately upon request."

Our people' Strategy - ANSWER prompting people to say "I always shop at my Publix" by offering exceptional service from courteous knowledgeable colleagues; convenient, clean, pleasant, and exciting shopping experience; variety of in stock products at competitive pricing.

Deli Team Focus Statement: ANSWER Providing top service by understanding and exceeding needs, explaining the value of training, creating a food safe work environment, and being the leading quality deli retailer

T.E.A.M. - ANSWER: Together, Everyone Achieves More.

ANSWER Deli Manager, Assistant Deli Manager, Deli Clerk, Deli Utility, Cheese Specialist, and Prepared Foods Specialist.

Manager's Role: ANSWER Responsible for the overall management of the deli, including associates, production, profitability, and supporting deli RBU efforts.

Deli Clerk Responsibilities: helping customers, keeping product levels, production and cleanliness, maintaining proper balances, operation and safety of equipment,

12 Ft/ 18 Inch Rule - ANSWER assuring all store fire sprinklers have space to operate; product must be stored away from this distance.

ANSWER: Store outside products 3 ft away and leave a 3 ft passage free of obstruction to all fire exits, alarms, extinguishers, risers, and alarm pull stations.

Horizontal storage of utensils: ANSWER handles in the same direction

Vertical storage of utensils - ANSWER handles pointed up

Storing Organic Products - ANSWER above all other products, separately, if feasible.

FIFO - Answer First In, First Out...method of rotating the product

Storage of Raw Proteins - ANSWER: beef and pork above chicken.

Storing Backstock - Answer Do not keep in Publix crates, baskets, or totes used for shipment.

Tag Groups - Answer Laminated to assist organize the Deli products and supplies.

Publix with Boars Head ham - ANSWER pink color tag

Publix with Boars Head beef - red color tag

Publix with Boars Head poultry - ANSWER orange color tag

Publix and Boars Head Italian items have an orange color tag.

Boars Head cheese - orange color tag.

Miscellaneous meats and cheeses: ANSWER purple color tag

Specialty cheese, salads, and self service - ANSWER: Black color tag

Cooked prepared foods and ingredients have a white color tag.

Substitute vegetables and fresh produce - ANSWER green color tag.

Fresh Chicken - Answer the sand color tag.

Snacks - Answer the pink color tag.

Slacked Shelf Life - ANSWER time between when a product was removed from the freezer and given an amount of time to gradually thaw.

SOLO - ANSWER Store's Online Ordering System

SOLO Step 1 - ANSWER: Review item selling history on handheld terminals.

SOLO Step 2 - ANSWER: Locate order book

SOLO Step 3 - ANSWER: Check the display planning report and order more quantities of the promoted items.

SOLO Step 4 - ANSWER: Take inventory of suitable sections and add back stock into the order book.

SOLO Step 5 - ANSWER: Subtract backstock from your order.

SOLO Step 6 - ANSWER: Place order via the terminal.

DSD - Answer: Direct Store Delivery

Supply Chain Workbench – ANSWER computer application allows you to review refilled items at your business.

Order Formula: ANSWER Sales Forecast +/- Local event or exception. - Quantity on hand equals order quantity